Senior Complaints Officer

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs

• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you

• Discounted Employee Share Purchase Program

• Diversity panels and employee resource groups

• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave

• Development programs and support for higher education

• Novated vehicle leasing

• Volunteering leave to give back to the communities we serve

• Hybrid work model

What's the role about?

Based in our Hawthorn East office, the Senior Complaints Officer is responsible for leading the complaints function by managing complex disputes and exercising final IDR decision-making authority. By providing leadership, coaching, and development to a team of Complaints Officers, the Senior Complaints Officer is to ensure compliance with set service level and regulatory requirements (ASIC RG271, AFCA guidelines) and delivering fair, timely, and customer-focused outcomes.

As a key point of contact for external clients on escalated claims, this role will be responsible for ensuring clear communication and resolution on these claims in a timely manner.

Some of the day-to-day responsibilities include:

• Oversee complex and escalated complaints through to resolution.

• Make final decisions on IDR cases in line with regulatory and internal standards.

• Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.

• Monitor complaint trends for systemic improvements, identifying and implementing data driven process improvements.

• Collaborate with internal and external teams to resolve systemic issues and/or escalated complaints.

• Prepare reports on complaint volumes, trends, and root causes for senior management.

• Contribute to policy reviews, training and quality assurance initiatives.

• Achieve the required standards of performance against all relevant SLAs and KPIs.

• Lead, coach, develop and motivate team of complaints officers.

• Allocate workloads, monitor performance, and conduct regular reviews.

Does this sound like you?

• Minimum 3 years experience in complaints handling

• Insurance or financial services industry is advantageous

• RG 271 compliance knowledge essential

• Proven client relationship management skills

• Proficiency in the use of Microsoft applications (Word and Excel) and CRMs

• Proven leadership and people management skills.

• Analytical and practical skills; applying theoretical or practical knowledge to new situations and problems

• Strong decision making and problem-solving skills

• High level of dispute resolution skills

• Demonstrates ability to work effectively in a team environment

• Excellent communication, negotiation, and conflict resolution abilities.

Interested? We've love to talk more...

Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/